ComplaintsforRepipe Specialists of Colorado

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Repipe Specialists to replace piping in our home on November 16, 2021. This job was contracted out to ************* as a subcontractor. During the job ************* used the incorrect materials that are no longer acceptable for use, the connections that they installed do no meet industry standards, they also wrongly removed the old copper piping, and did not return it when confronted. It was written in the contract the copper piping was to remain connected within our home. Another incident that we discovered was that the workers stole our phone line conductor. This phone line conductor was original to our **** house which means that it is an expensive piece and hard to replace. This is completely unacceptable. We will be filing a police report regarding this theft. We do not know what else to do and that is why we are filing a complaint here.

  

  Business response

  07/12/2022

  Stone Repipe Job ID ******
  ********************** - Complaint Notification 17541214
  
  
  12/2/21 The repipe was completed at the customers home. We didnt receive any communication from the customer until March 2022.
  
  3/2/22 The customer called the ******************************************* office, complaining that a washing machine hookup in his kitchen has been changed and no longer allowed him to hook up a garden hose. He wanted it changed back. His call was transferred to the shop (Euro Plumbing).
  
  4/19/22 ************** called the Repipe office again. He claimed that the shop told him theyd come to his home to look at his issues, but hadnt come to his home. He also stated that he couldnt understand the dialects of the crew from Euro Plumbing. He accused the shop of taking copper pipe without his permission. At the time he spoke with me on the phone, he said he called the shop to return the pipe but claimed that the amount they returned wasnt the full amount they had taken. I asked ************** to send photos of his issues. I never received photos from him.
  
  ************** claims that his Contract says the copper pipe wont be removed from the home. Im attaching the signed Contract theres no mention of leaving copper pipe.
  
  His allegation of a theft of some kind of phone connector wasnt mentioned to us.Hes welcome to send us a copy of the police report for our review.
  
  4/20/22 I called one of our other shops, Just Plumbing, and spoke with the owner about Mr. ****** issues. The shops owner, ****, offered to go by the customers home to go over the issues.
  
  5/2/22 I discussed the shops findings on their meeting with **************:
  -The issue with the washing machine hookup was a case of the connector having to be brought up to code. The garden hose hookup on the old faucets is no longer permitted, so was changed.
  A flush-mount washer box was removed when the kitchen connection was updated. The customer wanted it replaced.
  -Two hose ***** were installed and the customer said they were hard to turn. The customer wanted both replaced.
  -A connector used to connect the existing tub-shower valve wasnt the type we normally use (the connector used was to code, just not Repipes preferred connector). The shop recommended we change it.
  -Holes might need to be cut in the walls to handle the listed items, so Repipe would need to pay for patching.
  

  The cost to Repipe Specialists was $875. As a courtesy, we agreed to do it.
  
  Its worth noting that this additional work, outside the Contract scope of work, was done as a courtesy, at NO additional charge to the homeowner. The work performed at the time of the repipe passed city inspection. Ive attached the Inspection Report indicating the work passed City Inspection.
  
  
  5/26/22 I emailed the shop to get an update on the work wed agreed to do at Mr. ****** home. They informed me that all work was complete, but that, while their tech was at the home, ************** tried to get him to do several additional tasks for him for free. Because Repipe had only agreed to the work listed above, already outside our Contract scope of work, the tech said that would need to be discussed before it could be done.
  
  After reviewing the additional work the customer asked the shop to do, and per the shops opinion that the additional work would cost a minimum of $700, I emailed the customer saying ******************** wouldnt cover the costs of the additional non-contracted work, but that he could contact Just Plumbing directly and theyd give him a good price.
  
  All of the work was done to code as demonstrated by our passing the inspection. Repipe went beyond the contract, doing additional work as a courtesy. Repipe Specialists contractual obligations have been fulfilled.
  
  
  
  

  Customer response

  07/15/2022

   
  Complaint: 17541214
  
  I am rejecting this response because:

   

  I am trying to meet the demands of Repipe Specialists by providing pictures, however, I am not a licensed plumber and I do not know what to look for. I am simply relaying what an employee of Just Plumbing had mentioned to us when they were here to fix the dishwasher hookup. At that time ******* went through to inspect the job done by Euro Plumbing as directed by ****, the master plumber. As ******* was inspecting the job done by Euro plumbing he said that many items were not done correctly, or the way that they should have been completed.

  I never asked for work to be done that was unpaid for. I am more than willing to pay for the extra cost of drywall repair and the like. I am not satisfied with the job nor how this is being handled by Repipe Specialists. Which is why I have turned to the BBB to help with resolution of this job which I have already paid for in full. It is not my fault that Repipe specialists subcontracted the job out to a company that was not properly vetted. I really wanted to lodge a complaint against Euro Plumbing only, however I was unable to find them listed on the BBB, and therefore, mentioned Repipe Specialists since they are the reason that Euro Plumbing was in my home at all.

  I have been told that **** will come out in the next week to create a written list of items that are unsatisfactory and of concern. I am pleased that this action is being taken, however, as a paying customer I feel like I paid for a service that was not held up on the subcontractors part, and this ultimately falls back on Repipe Specialists since they decided to subcontract the work out. I do not believe that I am asking for "free" work to be done. I again have no problem paying for additional work. However, if I do have to pay for additional work I will not be using Repipe Specialists for the job. I am also being told that despite a list being drafted that Repipe specialists may still tell me "too bad so sad," and not complete any further work to fix the areas of concern.
  

  
  
  Sincerely,
  
  *******************

  

  Business response

  07/26/2022

  At the companies expense, Repipe Specialists sent someone to the Stone home for a second time. I submitted my recommendations on this and am hoping to get a response from my manager today.

   

  At no point was this issue ignored - we responded to what we were aware of, then the customer asked for more work. I am simply following company procedure on this. As soon as I have my response, I will provide an additional response to this complaint and will communicate with ************** directly.

  Customer response

  08/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Repipe Specialist has finally fixed all areas that were not properly executed the first time by the subcontractor, Euro Plumbing. That part of it I am satisfied with. However, I'm still upset about the telephone connector box that was stolen by the subcontractor. I think it would be best for Repipe Specialists to provide direct contact information for their subcontractor so that I can pursue legal action against them for the theft. 

  
  Sincerely,
  
  *******************

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